Case Study: a major Canadian energy provider reduces IT service desk calls by 85% with Compugen

a major Canadian energy provider cuts service desk calls by 85% with Compugen

A major Canadian energy provider faced significant challenges with its IT service desk, which was overwhelmed by a high volume of password reset and account unlock requests. This led to long user wait times, reduced productivity, and stretched IT resources. The company partnered with Compugen to find a smarter way to manage these support issues without compromising their strict security and compliance requirements.

Compugen implemented a solution featuring revised password policies, self-service tools for users, and enhanced security measures. This strategic approach resulted in an 85% reduction in password-related service desk calls, significantly shorter wait times, and increased productivity. The vendor's work provided a more efficient support model and laid a foundation for the customer's future growth.